How to Get a CSR to Accommodate You--Share Your Tips Here!

[Nitantnel]

I'll start:

1. Always agree to take the survey if they offer it before the conversation.

2. If you will end up needing a supervisor, don't ask for it after making you request from the regular CSR. She will just tell the supervisor not to accommodate you. Additionally, if you ask to speak to a supervisor before the conversation, she might feel the need to show you that she can also do what a supervisor can do.

[Yeki89]

Friendly chat can go a long way.

Hows the weather, where you located, nice place no? etc.

[real-brisker]

Tell them how good It is to speak to a human,
Or better yet,
How good It is to speak to someone that actually knows how to speak English.

[glasses dude]

Ask them how they're day is going how their doing...pretend ur interested you'll be the first person to treat them like a friend all day

[steeeveknowsbest]

IMHO the number 1 trick is to use the CSR's first name.

And of course never get angry or threaten them, rather appeal to their sensitivities

[raphy781]

Throw in a little bashing of the rude folks while you're at it.

[ShmuliT]

2. If you will end up needing a supervisor, don't ask for it after making you request from the regular CSR. She will just tell the supervisor not to accommodate you. Additionally, if you ask to speak to a supervisor before the conversation, she might feel the need to show you that she can also do what a supervisor can do.

I have many times had supervisors resolve things which reps refused to do, but this an interesting point to have in mind.
Based on this sevoroh it would make sense to HUCA mid sentence, as soon as you see you are heading nowhere, and before the rep has a chance to add their damaging notes to your account.

[EMES]

I have many times had supervisors resolve things which reps refused to do,

+1 very often only a supervisor may allow certain things , however I find being friendly the Csr
Helps with them , on occasion the Rep said let me see if I can get a supervisor in the line to
Get this all straightened out 

[birne]

+1 very often only a supervisor may allow certain things , however I find being friendly the Csr
Helps with them , on occasion the Rep said let me see if I can get a supervisor in the line to
Get this all straightened out

Another option is , if the rep can't doesn't want to help for an issue, after the call ask to speak to a supervisor, And tell them "your employee was so kind and helpful......, I was just wondering if maybe you can help with this..."

[Twin]

Tell them how good It is to speak to a human,
Or better yet,
How good It is to speak to someone that actually knows how to speak English.

Problem is when they don't speak English. I personally find that if you show you care about them they will do what they can to help you. I always ask them how there day is going, and when they ask me how mine is I say "That's so kind of you to Ask".

[Chaikel]

Was going to post this in the HUCA thread, but it's a good tip as well. CSRs, often leave out vital details when relaying the situation to their supervisor. Case in point:

I had a Delta flight to Israel that had a schedule change entitling me to a free change. We were scheduled to leave Monday, and were hoping to leave a few days later. The issue was the the Tue and Wed night flights were sold out, Thu flight lands too close to Shabbos, Sat night flight was going to cut it close, so the only viable option was the following Sunday almost a full week after the scheduled flight. Apparently this needs a supervisor approval. First call after back and forth for about an hour, the agent came back on the phone and said the supervisor denied the change. He wanted all kinds of details as to why the change didn't work for us. He then proceeded to yell at me accusing me of trying to use the schedule change as an excuse for a voluntary change .

Next day I HUCA'd got a much friendlier [female] agent, and went through the same shpeil where she came back and said the sup. denied it. So I tried being persistent, and she asked if I would like to speak to her sup. "Sure". Sup got on and I said "So I'm trying to change my flight to Tuesday..." She interrupts me: "Tuesday? The CSR said Sunday." So I explained how I tried to change to Tuesday but the flight was sold out, etc etc. I even apologized for the "miscommunication" but she insisted that Delta was to blame.

[rots5]

first of all; i have been getting that if i choose to partake in the survey it will have no connection to the process of your phone call 

second i always say the reps name a few times...

[ashers]

I always say "o wow i LOVE that name" was hoping to one day name my son/daughter that name...
 

[Marco Polo]

Using the reps first name has been very helpful. Makes them feel like they are actually being treated like a human and not just having people call and complain to them.

[Shreknit]

One trick if its not too busy and pretty easy to get on with a rep ill listen to how the rep picks up if its robotic or attitude sounding and you know what I'm talking about ill just huca till I get a friendly sounding happy to serve you rep I always find there way more willing to help you out.

[birne]

i have been getting that if i choose to partake in the survey it will have no connection to the process of your phone call 

By a lot of companies they do say that choosing to participate in survey will not affect anything and that the rep doesnt know if you agreed to.

Is that really true??

[Nitantnel]

By a lot of companies they do say that choosing to participate in survey will not affect anything and that the rep doesnt know if you agreed to.

Is that really true??

It has been proven otherwise.

[rots5]

By a lot of companies they do say that choosing to participate in survey will not affect anything and that the rep doesnt know if you agreed to.

Is that really true??

it says in an automated voice message, partaking in the survey will not change the outcome of this phone call. (something along those lines) obviously you guys dont call often, you should be ashamed of yourselves

[Achas Veachas]

it says in an automated voice message, partaking in the survey will not change the outcome of this phone call. (something along those lines) obviously you guys dont call often, you should be ashamed of yourselves

We don't believer CSRs you expect us to trust an automated voice message?

[rots5]

We don't believer CSRs you expect us to trust an automated voice message?

touchè